Complaints

This profile includes complaints for Cornerstone Building Brands's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cornerstone Building Brands

  5115 New Bern Ave Raleigh, NC 27610

  
• 

  Cornerstone Building Brands

  5020 Weston Pkwy Ste 400 Cary, NC 27513-2322

  
• 

  Mitten Siding & Accessories

  70 Curtis Ave N Paris, ON N3L 3T2

• 

  Reed's Metals Inc.

  19 E Lincoln Rd NE Brookhaven, MS 39601

• 

  Eastern Architectural Systems

  16341 Domestic Ave Fort Myers, FL 33912

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased all of our Ply Gem Windows for our new house build. We purchased a very expensive ************** Arched Casement Window that has cranks on each side. This window alone was *****. One side of the window is missing the crank cover which leaves the crank casing exposed. I have reached out to the sales rep. ************************* and the retailer Potters Hardware, ********** ** to get this taken care of but neither seem to think this is important.

  

  Business Response

  Date: 10/25/2023

  Hello,

  We have received a contact us form from the homeowner this morning, but we have not received a warranty request.

  I will advise the homeowner on her contact us form where to submit the warranty request so we can get this processed.

   

  Thank you

   

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have five windows from this company that are faulty and need to be replaced. I had to upload pictures of the faulty windows to the company's website. Unfortunately I had to do it over and over again because their website couldn't handle more than 2 windows at a time. I have been communicating with a staff person who emails me, but I need to speak with her on the phone. I set up a phone meeting today and she doesn't answer and hasn't called me. She never answers her phone, and when I choose the "attendant" option no one answers that, either. In fact, the phone number the representative provided isn't even a working number; I had to look it up and use a different one. This is getting ridiculous. I have been trying to resolve this issue since mid-August. I need someone to call me, go over my order, and order the windows I need. Please help!

  

  Business Response

  Date: 10/19/2023

  Good afternoon,

  I have reached out to ****** requesting that she give you a call. 

   

  Thank you, 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim number: PG-******* 1. On 8/16/2023, I received a notice Sorry We Missed You from Ply Gem Windows in my hands which makes it invalid - indeed they didnt miss me.2. The notice requested to schedule the installation of new windows under warranty within 7 days by contacting their office at **************. But they said that they couldnt schedule the installation at that number when I called them.3. They requested me to call my case manager instead and provider her phone number - ***************. This phone number was disconnected at that time and currently its unallocated.4. As an alternative, they asked to leave a voice message to the case manager using a voice message system and promised to call back. On 10/17/2023 (two months later), still no one has called me back.5. The warranty department was unreachable on 10/16/2023 and 10/17/2023. They explained this with phone issues and suggested to record another voice message which leads nowhere.6. Even if they resolve phone issues and I can reach out to the warranty department again, theyre refusing to schedule the installation of windows insisting on the need to call the case manager. But they do not provide a working phone number of the case manager. Therefore, they do not provide a working way to schedule the installation. This looks like a deliberate attempt to avoid their obligations under warranty and may be a crime.Please consider providing a reimbursement for the defective windows, so I can replace them using a company of my choice.

  

  Business Response

  Date: 10/19/2023

  Good afternoon,

  This has been sent to the manager to have pulled and processed. 

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20742690
  
  I am rejecting this response because: I still havent received a call from the case manager.

  I cant call her either because her phone number is unallocated. The warranty department failed to help - they only asked to record voice messages that led nowhere.

  Sincerely,
  ***********************

  

  Business Response

  Date: 10/25/2023

  Our tech spoke to the homeowner. As tech was leaving on 8/17 the h/o answered the door and they talked. Homeowner does not want to change the class out that required the glass to be tucked. Will send a email to the claims lead assigned to reach out to discuss refund of the defective windows. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20742690
  
  I am rejecting this response because PlyGem still hasnt contacted me and Im unable to contact them as well. They say I have to talk with a case manager but they provide a phone number of the case manager thats unallocated (invalid). They also do not call back in response to voice mail. There is no means of communication with PlyGem regarding my warranty case other than via BBB, and the warranty claim remains unresolved.

  Regarding a statement in the last response from PlyGem, I asked to replace only those windows that can be replaced from outside to prevent damage to window frames. This is how its normally done and this must be possible for most or all windows based on the conversation with the inspector who inspected defective windows for PlyGem.

  But due to the difficulty of communication with PlyGem, a refund would also work.

  Sincerely,
  ***********************

  

  Business Response

  Date: 01/05/2024

  We have re scheduled a visit to  ***************** residence January 3, 2024.  New Case number is PG-*******-Q0F5L7.

  Customer Answer

  Date: 01/05/2024

  Complaint: 20742690
  
  I am rejecting this response because I'm not sure why a new case number was needed and how this would help. At the current moment, 8 months after filing a claim, we have no scheduled replacement of defective windows. I'll be happy to accept a response stating the defective windows have been replaced.
  
  Sincerely,
  ***********************

  

  Business Response

  Date: 01/08/2024

  We had a site visit with the homeowner the week of 1/3/2024. We are actively working with the homeowner to resolve this issue. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20742690
  
  I am rejecting this response because on the current date, 01/08/2024, the issue isnt resolved.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a contractor to come replace a window in my home. He mentioned that I also had a "bad" window in the kitchen. I had these windows installed over 15 years ago by ******* Glass in *******, **. The brand, Insulated, was bought out by Plygem. I was told by the owner of ******* glass that they should be under warranty through Plygem. I emailed, they said the window and some other parts were under warranty and I needed to provide an "order number". I have no records and neither does the company after 15 years. I was then told by Plygem that I needed someone to "measure the window" and provide a report-because I could not provide them with the order number, they would not send one of their people out to assess the window. I had my current contractor measure the window. Then I received another email from Sunah at Plygem stating that they needed the thickness and the window needed the bead removed etc. etc. This has been a fiasco. The window is bad-Plygem should honor the warranty and send someone out to measure and assess but they won't. How can I send you the string of emails from Plygem??

  

  Business Response

  Date: 10/12/2023

  The claims lead assigned to the case has reached out to the homeowner this morning for the additional information we need to move forward with the case.

  

  Business Response

  Date: 10/12/2023

  The claims lead assigned to the case has reached out to the homeowner this morning for the additional information we need to move forward with the case.

  

  Business Response

  Date: 10/12/2023

  The claims lead assigned to the case has reached out to the homeowner this morning for the additional information we need to move forward with the case.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20721786
  
  I am rejecting this response because: the "customer service ***** ****** is and has been completely rude and unhelpful thus far. She never gives me all the information I need. She tells me I need measurements. So I send measurements. Then she writes back and gives me specifics. 

  Until the work actually gets completed I am not closing this case. I have never experienced customer service this poor in my entire life.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ply Gem sells faulty products, knows about it (as their technician told me), but does not solve any of them. Since January 31 I have an open case with them about a leaking window. A technician came to solve the problem. But now it rained again, the leak is worse than ever before. I made Py Gem aware of this. They have until Thursday to come up with a solution. Really, do not buy any of their products. They are very of poor quality and their customer service is horrible. Even their phone system doesn't work well...I honestly don't understand that they are registered with the Better Business Bureau. I'm starting to question the value of the BBB, to be honest.

  

  Business Response

  Date: 10/06/2023

  Good morning,

  I sent an email to the claims manager and asked her to reach out to you to discuss. 

  Customer Answer

  Date: 10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did receive a response last week. Last Tuesday I followed up on this response, as I hadn't heard back in a week. No response on that follow up as of yet. This complaint has been an issue since late January 2023. So, I am far from satisfied.

   

  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20651835
  
  I am rejecting this response because:Date Sent: 10/6/2023 10:08:01 AM
  

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did receive a response last week. Last Tuesday I followed up on this response, as I hadn't heard back in a week. No response on that follow up as of yet. This complaint has been an issue since late January 2023. So, I am far from satisfied.

   

  Sincerely,
  
  *******************

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/05/2024

  Secondary repairs made after new leak occurred   (  11/06/23). 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm very disappointed in Ply Gem quality control and especially the warranty department. When we first activated our warrantee and all subsequent times, Plygem honored that warrantee and gave us 100% replacement on the windows and the installation until the new warrantee manager came on board. We even filed a claim long before this horrible human being decided to create a new end to our warrantee. She is a monster. The new warrantee manager is not honoring this precedent that Ply Gem has set in the past by respecting 100% replacement and installation. She is negligent; she often does not respond to our communication but ignores it; in the few communications we have had with her, she refuses to honor our warrantee. She acts like she thinks she is a deity. She is rude and impervious to any request we have given.

  

  Business Response

  Date: 09/18/2023

  Good Morning,

  I was unable to locate a Ply Gem warranty case number with your information provided to us. Without having a case number or the original order number, I am unable to review your case. We have to stick to our what our warranty states we do and do not cover. Our warranty obligation does not cover the installation of full windows and doors, only parts that are within the warranty. 

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ply Gem is responsible for addressing warranty claims for the windows in my home. The windows are within the warranty period. During the spring of 2023, two of my windows lost their seal and developed moisture and discoloration between the panes. I contacted Ply Gem first in May 2023 by submitting claims through their online portal - on two separate occasions, once for each affected window. Outside of form email responses, I did not hear back. Eventually I called customer support who acknowledged our outstanding claims and promised to have a response team member reach out. Subsequently, I and my wife received email saying they were in the process of changing over IT systems and they would get back to us when that was completed. I followed up twice in email replies yet never received a response. Finally, we called back again on August 11, 2023, with the same result - an operator promised to escalate to a response team and then we never heard back. At this point, I am extremely frustrated at the number of months this process has dragged out with very little communication from Ply Gem. The impression it leaves is that they are avoiding honoring the warranty.

  

  Business Response

  Date: 01/04/2024

  Our records indicate that this claim was closed. If issues remain, we are happy to assist.  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20541212
  
  I am rejecting this response because:
  

  The complaint was not closed by me. Evidently PlyGem closed it themselves, without having contacted me, which shows that their customer service is utterly broken. Their business behavior is wholly unacceptable. As a result of their non-response over the course of many months, I was forced to pay for third-party repairs out of pocket.

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/08/2024

  I do not see communication in the case that we have open. I have opened a new case under PG-2371225. I will make sure that someone reaches out and follows through with completing your case. Please watch for an email and or phone calls from Cornerstone Building Brands. Sometimes communication goes into junk mail if we email.

   

   

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 20541212
  
  I am rejecting this response because:

  As of January 12, **** (5 days after PlyGem's response), I have not been contacted by anyone to follow up.

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with ***** for the installation of 2 doors. One front storm door and one rear door. At the insistence of ***** (for reasons I would later discover), they created it as two separate invoices.The front storm door was never installed, and ***** feigned ignorance of the entire job each time I sought to contact them over the months they delayed. In the end, they admitted they never had any intention of installing the storm door. Once I informed them that behaviour was illegal under the Laws of ******* ("bait and switch"), they indicated that they didn't care about such laws. Later they told me if I would also tear out my current main door and purchase a new one from them they would be willing to install the storm door after all.As for the rear patio door, their installation was a terrible mess. They demolished and removed items they were not authorized to remove, and when caught attempted to blame me. After providing them with an opportunity to inspect the poor installation, they agreed it was not acceptable. Several weeks went by and they returned to make the repair. In doing so, they actually made more damage than before they were there including tearing out high-quality trim and replacing it with substandard trim, failing to seal the door correctly and other damage. After this, they abandoned the job completely with no contact for months. I now have the following items left to repair:i) Interior trim including trim along inside of door. Unfortunately they glued the trim down to the tile meaning the tile will be damaged and retiling is necessary.ii) Exterior trim miscut and improperly sealed. Sealer must be removed and antique wooden siding repaired. Trim to be recut and installed.iii) Repaint affected surfaces.iv) Other damages too difficult to describe in this form.The result is ***** has only done half the job and the other half they agree is poorly installed. Despite this, they still filed a collection agency report against me.

  

  Business Response

  Date: 03/26/2024

  This was addressed in November of 2023. This particular customer was sent to collections as they refused service, which as per contract is our right and responsibility, and the failure on the customer's part to accept this resolution resulted in the collection action. He owes approximately $1,355.15 which is 40% of his contract with *****.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 20508401
  
  I am rejecting this response because:  While I am surprised it only took ***** several months to respond to this complaint, I note that the response itself is dishonest and made in bad faith much like all my interactions with them.  They were quick to take my deposit and after that I was no longer a priority for them.  

  In the months since this complaint was filed, I secured a preliminary ruling from *************************** that I have been a victim of ***** Windows and Doors under the section ***** of the *************************** Act. That Act defines ******* behaviour as "unfair" and a violation of the Act as it relates to unsolicited goods.  It is illegal in ******* to sell a customer something and deliver something else (or nothing at all, in this case).  I have previously provided to *****, in writing, that I demand a full return of all funds under the Act, which is my lawful right.  They have chosen to ignore that demand.  I repeat that demand here again.  
  
  In addition, I have been further advised that the collections action taken by ***** is an abuse of the system and that they will be liable for damages should my credit rating be affected.  I am more than happy to pursue legal action in that regard as well and note that ***** completely ignored their own collections agent request to prove the debt in a reasonable amount of time, thus rendering their collection action null and void.  I reserve the right to pursue any and all damages should my credit rating suffer, including punitive damages given ***** has been informed on more than one occasion that their collections attempt was done in bad faith (i.e. their own salesman agreed their so-called work was substandard and not completed).
  
  It is perhaps hard to understand why ***** would attempt to collect on work they know to be improper especially given they are aware their salesman employed illegal selling measures.  Fortunately the fines for such behaviour are very high in *******, and I also reserve the right to file formal complaints with the various governing bodies on that account. Given that they took no steps to terminate the salesman who employed the illegal tactics nor took any action to remedy their illegal behaviour after having been advised in writing that the violation took place, I think it is safe to assume they are complicit in this behaviour and likely to be subjected to punitive damages in an Ontario Court should I choose to take that direction.
  
  ***** can return my money under the *************************** Act and I will then consider the matter closed.  I reserve the right to take further steps should they continue to engage in anything which otherwise damages me.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/27/2024

  ******************, your signed contract agreement dated September 9, 2022, is for one (1) sliding patio door in the amount of $3,362.93, tax included. Your installation has been completed, and we understand you had cosmetic concerns with the installation; however, you are withholding a total of $1,355.15. Your withholding represents approximately 40% of your total balance, and as per Clause 15 of your signed contract agreement, you agreed to pay 90% of the balance owing notwithstanding any further rectification work. In addition to this, you denied our company the ability to return to rectify your concerns. In light of your refusals of both service and a credit of $700, we were left with few options other than formal collection action. 
  
  We would also like to note that at no point in time did you receive anything outside of your contract agreement, nor were any items missed. We encourage you to review your contract agreement in full as your statements are misleading and not representative of your true experience. The storm door you've referenced was quoted seven (7) months after you had decided to move ahead with your patio door. 
  
  As you have received the product and service you had contracted our company for and have been unwilling to allow us the opportunity to rectify your cosmetic concerns, we will not be processing your request for a full refund. We have yet to receive your formal notice under the *************************** Act; however, we will respond promptly to their requests for mediation should they notify us.
  
  Thank you,
  ***** Doors & Windows

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 20508401
  
  I am rejecting this response because: Unfortunately, you are misinformed or willfully misrepresenting the facts as to the situation.  ***** management has consistently failed to communicate with each other and this has resulted in repeated errors in communication and operation. 
  
  Here are the facts: There are TWO invoices, created separately at the insistence of *************.  He did so in order under the guise of ease of paperwork when in reality he did this because he had no intention of supplying the front storm door which was a declared requirement for any company to obtain the job.  I have a copy of both invoices as well as witnesses.   That selling technique violates ******* Consumer laws as I have now confirmed.  *************************** awaits a formal complaint from me and I have not yet elected to proceed on that front but reserve the right to do so.  However, in their preliminary ruling they have been clear with me - you cannot pretend to sell items and services without any intention of delivering upon them in order to sell other product.  That falls under "Unsolicited Goods" and my demand for the return of my money is therefore valid and enforceable if I desire to explore that path.  All of this I can prove - ************* supplied two invoices and willfully abandoned one of them despite repeated requests to honour it.  You can deny this if you wish - it serves no purpose for you in the long run.
  
  The one job that was attempted was more than just cosmetic issues. You already have all the details on that and ************* also agreed, with witnesses present, that the job was a mess.  And, though you state otherwise, you were provided with not one but TWO repair attempts which I can prove.  ******* law requires that I only provide you with one but I allowed an additional opportunity. Again, I have written evidence and witnesses who will confirm that MORE damage was caused on the second repair attempt and ************* agreed to make it right before never returning to the job.  ***** then waited MONTHS before contacting me and only did so to collect payment.  Under ******* law, ***** abandoned the job - the matter is not up for debate in the eyes of the law.  I have already spent dozens of hours attempting to repair the various issues but sadly some of the damage is essentially permanent and will cost thousands to repair/replace.   All of these are documented via my many communication attempts with ***** and supplied photos.  Again, you can deny this if you wish, but it will serve you no purpose, other than to reveal the level of your conduct, when I provide the written evidence to a judge. 
    
  All of this is very easily confirmed if you:
  
  i) Spoke with your salespersons and required them to utilize legal selling methods.
  ii) Kept proper documentation and referred to it.
  iii) Had project managers which respond to phone calls and emails, of which there have been many.  I note here that during my job you actually fired one of your project managers because of how badly she botched our job. 
  iv) Had some kind of quality control for your installers so that they don't cause damage, steal materials and swap in cheaper materials for jobs they work on and openly lie to customers while doing so.
  
  Given that this salesperson continues to be employed by your company despite my complaint about illegal selling practices, I can only assume ***** is complicit in this selling behaviour.  This suspicion is further justified by the fact that when I repeatedly presented that complaint I was ignored by ***** and now, as we can see in writing, ***** pretends as if it never happened.
  
  Based on the repeated violations and general disregard for the quality of your work, my concern is no longer if ***** will take ownership and do the right thing here because it's been shown that they won't.  Instead, I will determine if ***** will attempt to cause further damage by their behaviour before turning the matter over to my lawyer.  My understanding is that the penalties for the above behaviours (which again, you can confirm with all the communications I have provided to you) are very high should I push the matter forward, and I suspect that's going to include punitive damages as well since I've repeatedly warned against these behaviours at nearly every step and provided ***** with multiple opportunities to make the situation right.
  
  My final offer to ***** in this matter, strictly out of goodwill and being tired of this whole situation is that we simply end any further communication at this juncture and ***** ends any remaining collection attempts or invoices.  I reserve the right to withdraw this offer any time as it is simply a desire to allow everyone the opportunity to move on, but if ***** cannot be bothered to review (or is willfully misrepresenting) the situation, I cannot be permitted to be the victim of that behaviour and the damage it causes.  I suggest for the benefit of my sanity and your bank account that you consider this rather generous offer given to what the law will otherwise entitle me given ******* behaviour.  

  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2008, I purchased Simonton Patio Doors with a *********************** warranty for replacement including the vinyl and hardware components, hardware, glass, and screens. Simonton warrants that the product will be free from non-conformities in material and workmanship. Simonton will repair or replace any product that fails to the warranty . Specifically, the glass is warranted against defects resulting in material obstruction of vision or delamination under normal usage. On August 8,2023, I made a warranty claim via Simonton's internet web page. In addition, I also sent a message requesting the company contact me. As of today's date, no one has contacted me regarding my claim. Simonton does not provide an email address, a physical address, nor a phone number to contact them. The only way to contact them is through submitting an on-line request for them to contact me. I have not been able to get my patio door repaired or replaced as promised by Simonton when I purchased the patio doors. The glass has developed a film inside the glass which obstructs the view. This is a defect that is covered under the warranty and I expect Simonton to honor their warranty.Thank you in advance for your assistance.

  

  Business Response

  Date: 08/22/2023

  Case PG-******* was submitted to us 13 days ago for processing. We work the warranty requests as they come in. I have moved this case to HIGH so we will have the processed ASAP.

   

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ply Gem was the original manufacturer of the windows installed on my home in 2018 under PO# ****-93153 at ******************** ********* ** *****. The windows have a 10 year warranty. I have submitted several claims through their website form which keeps timing out on me and resetting. Over half of the windows in my home are defective and require replacement glass under their 10 year warranty. I would like for them to assign a representative to come out to my house and evaluate the damage and order the correct replacement glass to remediate the issue. I tried calling them and get a recorded message. Some of the windows are missing their stickers which I need their support in looking up the window size under the original order.

  

  Business Response

  Date: 08/09/2023

  Warranty cases were submitted on 8/7/2023. PG-******* These cases have been moved too HIGH for processing. We do not send a representative to review seal failures. Windows were manufactured in 2017. Photos show seal failures. Replacement parts will be sent based on the information provided. Labor is not included due to the age of the windows. Please allow a few days to process and 3-4 weeks for shipping.